Debolina Das
Pune
Summary
Results-oriented Senior Quality Analyst with over 5 years of experience in the field. Highly skilled in developing and implementing quality control processes, conducting thorough audits, and ensuring adherence to industry standards. Proven track record of improving product and service quality, reducing defects, and increasing customer satisfaction. Possesses strong analytical and problem-solving abilities, as well as excellent communication and leadership skills. Committed to continuously improving quality systems and driving organizational excellence.
Overview
6
6
years of professional experience
Work History
Quality Analyst- Global Trade Services
Amazon Development Center
Pune
05.2022 - Current
- Performed daily quality audits of the associates and provided real-time feedback within the defined SLA
- Developed and maintained quality assurance procedure documentation
- Provided regular updates to stakeholders on quality metrics by communicating consistency problems or production deficiencies
- Collaborated with teams to provide training on process improvement
- Developed training materials, SOPs and work instructions to supplement new team member onboarding
- Led process improvement projects to help operations meet and exceed quality standards which increased the overall quality score by 20%
- Created and revised procedures, checklists and job aids to reduce errors
- Conducted thorough quality control audits to ensure compliance with company standards and industry regulations
- Analyzed data and identified trends, patterns, and root causes of quality issues to develop effective solutions
- Handled Process health metric reporting task and DPPM target setting
- Collaborated closely with cross-functional teams to implement corrective actions and prevent future quality issues
- Developed and implemented quality assurance processes and procedures to improve overall product/service quality
- Conducted regular training sessions to educate and support team members on quality assurance best practices.
Senior Product Compliance Associate
Amazon Development Center
Pune
01.2021 - 04.2022
- Led a cross-functional team to ensure compliance with regulatory standards and guidelines for a portfolio of over 100 products
- Developed and implemented standard operating procedures to streamline the product compliance process, resulting in a 20% increase in efficiency
- Conducted thorough risk assessments and audits to identify and mitigate potential compliance risks, resulting in zero compliance issues during regulatory inspections
- Collaborated with product development teams to ensure new products are compliant with applicable regulations and standards
- Coordinated and oversaw the preparation of regulatory submissions and documentation for product registrations, ensuring timely and successful approvals
- Reviewed compliances and documents based on specific Acts and Regulations.
Quality Analyst
United Health Group- XL Health Corporation
06.2018 - 12.2020
- Identify and give feedback on agent shortcomings in soft skills and process knowledge
- Online/Offline monitoring of agent calls to audit and scrutinize
- Provide feedback and coaching to associates so that they ensure appropriate and effective resolution is given to customer
- Daily report on Quality Deviations
- Conducting training for new batches regarding Quality Parameters and provided regular feedback on their development slope
- Data Analysis to provide the insight to Operations so that we can work on the shortcomings to avoid any escalation
- Handled JD Power group project to improve the scores to be awarded as a JD power company for UHG
- Handled AHT improvement project to reduce the AHT of the associates which was taken for HIPAA compliance.
Education
B.E - Computer Science and Technology
Rajiv Gandhi Institute of Technology (VTU affiliated)
08.2017
Skills
- Project Management
- Data Analysis
- Quality Assurance
- Stakeholder Management
- Training and Mentoring
- SOP Modification and Implementation
- Cross functional Operations
- Understanding of Tableau
- Call monitoring and auditing
- Defect Management Process
- Compliance Management
- Correction Action Planning
- Defect Tracking
Accomplishments
- Ace of Spade - Amazon Development Center
- Bravo Award - United Health group
- 1 Bravo Cash Award for being recognized as the Best Performer.
- 2 Bravo points Awards from Client for helping the business grow exponentially.
Timeline
Quality Analyst- Global Trade Services
Amazon Development Center
05.2022 - Current
Senior Product Compliance Associate
Amazon Development Center
01.2021 - 04.2022
Quality Analyst
United Health Group- XL Health Corporation
06.2018 - 12.2020
B.E - Computer Science and Technology
Rajiv Gandhi Institute of Technology (VTU affiliated)
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